Service Delivery Manager
IBM INDIA PVT LTD
As a Service Delivery Manager my responsibility is to :
Deliver an Enhanced Recovery Model for resolution of Major Incidents of complexity or long duration.
Provide integrated management and coordination of Incident Management, Problem Management, Change Management, and Availability Management processes
Ensuring that services and components are designed and delivered to meet their availability targets.
Bridge gaps between delivery teams and drive rapid recovery during incidents
Provide a holistic view of the customer’s environment and make recommendations to improve overall service.
Actively engage in any transition/transformation activity for the account and facilitate smooth execution
Drive Service Improvement Programs that add “Value” to the Client
Ensure all issues and risks are documented and are reviewed regularly with the sending geo/customer as part of the governance, Proactive identification of issues and risk
Ensure the baselines are reviewed periodically and SESDR/CEP is current
Ensure to be part of CAB/ECAB/MCAB meetings and provide approvals and inputs where necessary
Ensure to be part of PMR review and Major Problem record reviews and provide inputs where necessary
Conduct Weekly & Monthly interlocks with the clients and ensure their feedbacks are taken back to the teams and concerns addressed.